To send or not to send?

[pennyforum14]

Hypothetical for you, customer buys two items, I combine post and send invoice straight away.  After 3 days (contact required within 48 hrs in my TOS) there is no response, so I resend invoice with polite reminder.  Customer pays day 4, but only for one of the items and the postage from that listing.  I email asking if there is a probem and again no response.  So day 5 I lodge an UID for the item she hasn't paid for.  Do I send the first item in the meantime?  Or wait for the UID to finalise and risk a neg for slow postage?

[harley_babes_hoard · Accepted solution]

you should send the paid for item.

[digital*ghost · Accepted solution]

As above, in these kinds of circumstances, I just do what I always do - offer a choice, with a time limit for response before I take the most appropriate action.

In this case it would be an offer to send a revised invoice on the unpaid item with reduced postage so that it can be combined with the first item (if indeed you're prepared to do that, I am but my items go as unregistered large letters), but in order to avoid delay to postage, I'll send the item that's been paid for by X date and initiate the standard procedure to cancel the extra transaction if I can't confirm their preference before then.

[pennyforum14]

Yeah, I fgured that was the way to go, and I do have the tem packed and ready and have already marked it sent, guess I just wanted confirmation. 

[i-love-my-sheep]

It's possible that she paid using the phone app, where you have to pay for each item individually and may not have realised that she hadn't paid for the second item. Doesn't explain why she hasn't replied to your messages though.